Support Engineer | P_PDF

Progineer Technologies is a leading outsourcing company that provides a multitude of Software Services spanning the complete software development cycle. Our main focus is serving corporate clients that seek professional results for a cost effective price.

The services include:

- Software Architecture and Design
- Software Development
- Quality Assurance (QA) services
- Systems Integration
- Customer Support
- Business Intelligence
- Big Data and Data Analytics
- Hardware Design Verification.

We are looking for a dedicated support engineer to ensure our customers' technical queries are resolved promptly and to a satisfactory manner. In this role, your duties will include assisting customers with application installations, resolving queries via calls, the Support portal, or online meetings, and escalating serious issues to the software development team.

• Bachelor's degree in Computer Science, Information Technology, or a relevant field.

• 3-6 years of relevant experience.

Responsibilities

• Research, diagnose, troubleshoot, and identify solutions to resolve customers' technical issues.

• Taking ownership of customer issues reported and seeing problems through to resolution

• Ask customers targeted questions to quickly understand the root of the problem.

• Document solutions, troubleshooting procedures, and knowledge through the CRM system. 

• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

• Prioritize and manage several open issues at one time

• Customer-oriented.

Experience/Skills Required

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.

• Understanding of Linux/Unix fundamentals (file systems, permissions, processes, networking), with strong skills in log analysis in the terminal. 

• Hands-on experience with Docker, Kubernetes/EKS, including image creation, container/service deployment, networking, and troubleshooting. This is a must.

• Strong understanding of TLS/SSL, certificate management, PKI, and secure communications. 

• Experience implementing and troubleshooting HTTPS and TLS.

• Familiarity with OpenSSL and certificate lifecycle management (generation, renewal, validation). 

• Experience securing microservices, APIs, or cloud-native applications using Docker and TLS best practices.

• Fluency in English is a must. All customer interactions are in English.

• A high level of troubleshooting and communication skills is needed for contacting foreign customers.

• Knowledge of cloud services is a plus.

IMPORTANT:
Due to the high volume of applications we receive for our job openings, all candidates
are encouraged to write to us when applying why they think we should consider their
application and why they think they are suitable for the job.
1. It is highly recommended to answer the following screening question when filling
the application: "Kindly list the job skills you have that are relevant to the job
qualifications/requirements stated in the job post."
2. Remember to provide your scale (0-10) on each required qualification.
This would increase their chances of being interviewed.
Once a candidate applies for this job, they should expect a phone call that will
discuss their education details and experience, their English level, and some
basic technical questions.
Good Luck!